ShepHyken

JUNE 4, 2018

HBR) In April 2017, United Airlines encountered public outrage when an Asian passenger was dragged out of his seat and off of an overbooked United Airlines plane. 3 Ways to Sweeten the Employee Experience by Kathleen Vegh . My Comment: Happier employees mean happier customers. Feldberg & Tami Kim.

Customer Service 190

Customer Service Airlines CRM Employee engagement 190

ShepHyken

FEBRUARY 28, 2020

It was easy to dream about changing a company’s culture and influencing employee engagement. Read Shep’s latest Forbes article: Do Airline Passengers Have The Right To Recline? And when I jumped into my first CX role, I was almost paralyzed by the end result.

Airlines 294

Airlines Sales Employee engagement Customer Experience 294

Beyond Philosophy

FEBRUARY 27, 2017

I’ve also qualified for airline elite status after a busy travel year, and then watched the perks squandered when I didn’t fly as much in the next one. Engaged employees aren’t just satisfied with their working conditions and pay, they want to go above and beyond, to innovate and advance the company’s goals.

Chief Customer Officer 334

Chief Customer Officer Airlines Morale Employee engagement 334

Beyond Philosophy

FEBRUARY 5, 2015

Southwest Airlines could offer first-class seating, but they don’t. Employee engagement and ambassadorship: linking to customer behavior. They market, and create experiences, within the branded vision. IKEA might get away with selling super-expensive furniture, but they don’t. Customizing the techniques for your organization.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

Bill Quiseng

JUNE 19, 2017

It’s how your customers and your employees feel about your company. Your success as a customer service manager is directly proportional to your ability to drive simultaneously customer satisfaction and employee engagement. Happy employees are inclined to go above and beyond for your customers. What can I do for you?

Customer Service 139

Customer Service Management Employee engagement Airlines 139

ProProfs Blog

SEPTEMBER 20, 2019

Syed thus turned to Twitter and expressed his anger towards the airline. . Instead of responding quickly to the promoted tweet of their customer, the airline giant took eight hours to reply. People are willing to spend $20 more when an airline responds to them within six minutes. Reduces Employee Attrition Rate.

Customer Service 102

Customer Service Airlines Gamification Customer retention 102

Beyond Philosophy

APRIL 15, 2019

Her clients have won industry awards, raised customer satisfaction scores, and increased employee engagement. Singapore Airlines, which has been consistently voted one of the top airlines in the world, has a strong customer service culture. Essential Considerations for Your Customer Service Culture.

Customer Service 288

Customer Service Airlines Best practices Consulting 288

Beyond Philosophy

AUGUST 8, 2016

This example of a high point in a Customer Experience from Southwest Airlines didn’t cost a dime—but it ended up on CNN Primetime, not to mention raising the spirits of the passengers on board. Happy employees make happy vacationers. Having employees that are engaged and ready to deliver is critical.

Entertainment 264

Entertainment Airlines Consulting Consulting 264

ShepHyken

MARCH 23, 2018

They had greater employee engagement and more loyal customers. For example, United Airlines suffered a 4% decrease in market share after the airline’s overbooking practices precipitated a passenger being dragged off a flight. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Airlines 206

Airlines Morale Benchmark Marketing 206

CSM Magazine

JANUARY 26, 2024

Carlzon’s insights are drawn from his experience as the CEO of Scandinavian Airlines during a time when the company faced considerable challenges. His leadership saw a shift toward customer-centric strategies, with an emphasis on empowering frontline employees.

Airlines 52

Airlines Advertising Feedback Customer centricity 52

Fonolo

JANUARY 29, 2019

Gamification is the future of employee engagement and attrition for the call center. This keeps your employees happy and your call center on point! Despite advancements in call-back technology, telecom, airlines, and retailers are among some of the worst offenders for putting customers on hold, and not offering call-backs.

Call Center 85

Call Center Airlines Contact Center Self service 85

Chip Bell

MARCH 16, 2021

It is about employee engagement and its impact on retention. Research shows the number one impact on customer relations is employee relations. My friends Bev Kaye and Sharon Jordan-Evans have just released the 6 th and best (in my opinion) edition of their bestselling book, Love ‘Em Or Lose ‘Em.

Customer retention 40

Customer retention Scripts Airlines Employee engagement 40

Satrix Solutions

SEPTEMBER 18, 2018

Why Does Measuring Employee Satisfaction and Engagement Matter? When employees are happy, it can pay dividends. Take the example of Southwest Airlines. Here, employees come first, and the airline isn’t shy about putting employee happiness at the forefront. What you discover may be eye-opening.

Airlines 74

Airlines Construction Surveys Benchmark 74

Branch Mesenger

JANUARY 2, 2019

How Best Buy’s Bet on ‘Employee First’ Helped Engineer a Turnaround. In customer service circles, employee engagement leads to strength in team solidarity -- a critical component to a brand that can help satisfy its customers with exceptional customer experience. Read the story. Read the story. Read the story.

Airlines 48

Airlines Employee engagement Engineering Technology 48

Branch Mesenger

JANUARY 2, 2019

How Best Buy’s Bet on ‘Employee First’ Helped Engineer a Turnaround. In customer service circles, employee engagement leads to strength in team solidarity -- a critical component to a brand that can help satisfy its customers with exceptional customer experience. Read the story. Read the story. Read the story.

Airlines 48

Airlines Employee engagement Engineering Technology 48

CX Journey

JUNE 23, 2015

Not only do the disengaged impact the customer experience, but they also impact the experience of their fellow employees. I love this quote from Herb Kelleher, which nicely sums up employee engagement: “Engaged employees are not just committed. First and foremost, no one can make an employee engaged.

Employee engagement 81

Employee engagement Airlines Coaching Feedback 81

CX Journey

MARCH 12, 2015

Employee Engagement: The “I” Point of View Employee engagement is the functional and emotional connection that employees have with an organization. Engaged employees impact culture, and a strong culture can lead to engaged employees. And so the cycle will continue.

Employee engagement 66

Employee engagement Customer centricity Entertainment Airlines 66

CX Journey

AUGUST 29, 2017

And if you treat your employees right, guess what? Start with employees and the rest follows from that. Herb Kelleher, Southwest Airlines Who comes first? Don’t be silly, says King Hal; it’s employees. Woolman, founder of Delta Airlines, was asked about an organization's most important asset: Simple: its people.

Airlines 64

Airlines Employee engagement Management Customer Experience 64

BetterXperience

DECEMBER 24, 2015

The truth is, you can not be customer centric without being employee centric. This is not semantic, the formula is employees first, customer second. Companies like Amex, Southwest Airlines, Virgin and Disney have been utilizing this guiding principle to delight customers for years. Increase employee engagement.

Customer Service 54

Customer Service Airlines Customer centricity Employee engagement 54

CX Journey

MARCH 31, 2015

It includes any way the employee "touches" the company and vice versa in the course of doing his job. Employee Engagement is a phrase that gets thrown around a lot, so it''s important to understand what engagement means and how it comes about. This definition of engaged employees comes from Gallup.

Journey mapping 64

Journey mapping Morale Employee engagement Airlines 64

Toister Performance Solutions

MARCH 7, 2019

For example, Uber told us that "Love Others" was inspired by the love theme that Southwest Airlines is famous for. Engage Employees An engaged employee is someone who understands the customer service vision and is committed to helping achieve it. Measuring employee engagement isn't relegated to an annual survey.

Airlines 63

Airlines Employee engagement Construction Feedback 63

The Petrova Experience

DECEMBER 8, 2022

In fact, a recent PwC report on customer experience reveals customers are willing to spend 14% more for a hotel stay, 16% more for a cup of coffee, and 10% more for an airline ticket if a company “provides a great customer experience.” ” Keep in mind, price premium is not arbitrary.

Customer Experience 105

Customer Experience Self service Airlines Technology 105

CSM Magazine

JULY 4, 2017

It’s how your customers and your employees feel about your company. Your success as a customer service manager is directly proportional to your ability to drive simultaneously customer satisfaction and employee engagement. Happy employees are inclined to go above and beyond for your customers. What can I do for you?

Management 72

Management Customer Service Airlines Employee engagement 72

The Petrova Experience

MAY 6, 2021

Post-COVID employee experience is a top priority of every HR executive. They are challenged to design the optimal way to bring employees back to the office and/or keep remote work employees engaged. Another strategy that airlines are playing is to double down on investments in the remote workforce.

Airlines 52

Airlines outsourcing Employee engagement Self service 52

CX Journey

APRIL 19, 2016

Kevin Kruse defines the ROI or the business impact of employee engagement (which is just one component or measure of the employee experience, along with trust, happiness, satisfaction, retention, etc.) as the Engagement-Profit Chain, which looks like this. That's insane. What about your company?

Employee engagement 56

Employee engagement Airlines Morale Metrics 56

Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. He is a leadership employee engagement and customer service experience expert and keynote speaker through his consultancy brand at work.

Airlines 52

Airlines Employee engagement Finance Personalization 52

ijgolding

OCTOBER 19, 2015

I discovered midway through writing it that my flight had been cancelled – not from my airline (SAS – Scandinavian) – but by overhearing two passengers having a conversation with each other. At the centre of the chaos was a human – not an employee of SAS – the airline who had caused the problem was nowhere to be seen.

Customer Experience 78

Customer Experience Airlines Customer centricity Scripts 78

ShepHyken

JANUARY 27, 2020

The airline didn’t need to see my boarding pass. This goes beyond their daily duties to cover satisfaction with team members/managers, satisfaction with organizational policies, and the impact of their job on employees’ personal lives. My Comment: This is a very robust article focused on employee satisfaction.

Customer Service 66

Customer Service Customer retention Airlines Employee engagement 66

ijgolding

FEBRUARY 13, 2018

In one role the link between employee engagement and customer satisfaction is highlighted, with a focus on hiring and nurturing talent. You get airport ground staff throwing baggage around like they’re trying out for the rugby world cup and undermining your hard-won reputation as the most customer-centric airline on the planet.

Customer Experience 58

Customer Experience Customer centricity Journey mapping Airlines 58

Calabrio

OCTOBER 19, 2022

That’s great because employees are the heart of the contact center experience, so helping them develop also helps improve your CX. Contact center leaders need to find ways to strengthen employee engagement and growth for remote and in-office agents. Support Is Truly 24/7/365.

Contact Center 59

Contact Center Analytics Coaching Transportation 59

ijgolding

DECEMBER 14, 2016

Two very simple, yet interesting questions that have been very publically brought to the fore by British airline, Monarch. Do your people ‘make’ your Customer Experience’? Their new advertising campaign caught my attention a couple of weeks ago – it did so because I found it extremely unusual.

Customer Experience 84

Customer Experience Advertising Airlines Customer Care 84

CSM Magazine

JUNE 21, 2018

A major airline responded to customer complaints by notifying customers of their “Customer First” initiative for employees. The airline went bankrupt and eventually was merged with a larger competitor. Research shows that high employee engagement leads to better customer engagement. Frontline Fanatics.

Customer Experience 40

Customer Experience Airlines Big data Technology 40

ClearAction

JULY 29, 2018

It’s driven employee engagement and customer engagement at the same time: customers noticed these changes, and within 24 months of posting the largest corporate loss in New Zealand corporate history, the business was turned around to a profit.

Enterprise 48

Enterprise Customer centricity Finance Employee engagement 48

ClearAction

NOVEMBER 16, 2017

Recent snafus caused by faulty customer experience ecosystem management include United Airlines dragging a paying customer out of his seat and off the plane per a random drawing of passengers to make room for a flight crew to fly on that overbooked flight. One mis-step by any function — legal, facilities, safety, marketing, IT, etc. —

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

CX Journey

SEPTEMBER 8, 2016

If employees aren't happy, engaged, and equipped with the right tools and resources to do their jobs, then the customer suffers. So it's important that we listen to employees and find out what's keeping them from being able to delight customers. onboarding), exit surveys, stay interviews , 360 feedback loops, social media (e.g.,

Journey mapping 49

Journey mapping Customer Experience Surveys Airlines 49

ijgolding

JULY 29, 2016

Usually, the company will designate a percentage of profits into a pool of money that’ll then be divided fairly between employees. As part of its profit sharing plan, eligible Southwest Airlines employees received the equivalent of eight weeks pay or around 16 percent of their compensation.

Airlines 64

Airlines Government Banking Personalization 64

Livepro

JULY 17, 2018

His involvement in both inbound and outbound processes includes centres serving the energy, IT, banking, airlines, telecommunications, government, collections, credit card and insurance industries. Since joining COPC Asia Pacific Inc.

Transportation 40

Transportation Government Multichannel Consulting 40